Roadrunner Shuttle

Thank you for the information regarding your travel concern We have issued a full refund to your account which will be processed by your card company We apologize for the inconvenience you have experienced

Good Afternoon, Thank you for providing us with all details to the incidentIn investigating the situation we have placed a full refund in the amount of $for the inconvenience in the arrivalPlease note that this refund is on top of the original 30% which was provided at the time of the initial customer service ticketWe will be reviewing the wait times within the airport and will be working on retraining of the staff, to be sure this does not take place in the futurePlease feel free to reach me anytime with any further questions or concerns and allow - business days for the refund to be place back onto the card chargesWe look forward to speaking with you soon Thank You, S [redacted] Roadrunner Shuttle

Good Morning, Thank you for providing all details in regards to this particular clientIn investigating the incident, the decision to place a full refund in the amount of $was made, due to the client not riding with our servicePlease note that our investigations did find that the driver could not locate the client under the green sign, as well as our systems not indicating a call from the clients phone number provided into the system at the time of arrivalWe hope that this information finds you well and look forward to hearing from you soonPlease allow - business days for the refund to appear back on the cardI hope this clears and questions or concernsPlease feel free to reach me at anytime Thank you, Sue Sandlin Roadrunner Shuttle

Good Morning, Thank you for providing the detailed information in regards to this specific issueToday I reached out to the client and apologized for any inconvenience this situation may have causedThis is unacceptable and we will be utilizing this situation as a training for future services, to be sure this does not happen againClient will be receiving a full refund along with a 10% discount off of next one way transportationPlease feel free to reach out to me with any further questions or concerns Thank you, S [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10083077, and find that this resolution is satisfactory to me Thank you so much for your assistance Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to
complaint ID 10786408, and find that this resolution is satisfactory to me
Regards,
M*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10785477, and
find that this resolution is satisfactory to meI truly wish the company had resolved it with me personally and the CEO had responded to my email rather than forcing me to take it to the Revdex.com in order to get satisfactionThank you to the Revdex.com for your help in this matter
Regards,
R*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10960790, and find that this resolution is satisfactory to me
Regards,
R*** ***

Complaint:
I am rejecting this response because: The response was merely the text "Inline Image 1". In other words, there was no response.They did finally refund what they owed me, after a month!Any acceptable response would include details of changes in their procedures to ensure this sort of thing does not recur
Regards,*** ***

Good Morning, 
 
Thank you for providing all details in regards to this particular client. In investigating the incident, the decision to place a full refund in the amount of $66.00 was made, due to the client not riding with our service. Please note that our investigations...

did find that the driver could not locate the client under the green sign, as well as our systems not indicating a call from the clients phone number provided into the system at the time of arrival. We hope that this information finds you well and look forward to hearing from you soon. Please allow 7 - 10 business days for the refund to appear back on the card. I hope this clears and questions or concerns. Please feel free to reach me at anytime.  
Thank you,
Sue Sandlin 
Roadrunner Shuttle

Good Morning, 
 
Thank you for providing the detailed information in regards to this specific issue. Today I reached out to the client and apologized for any inconvenience this situation may have caused. This is unacceptable and we will be utilizing this situation as a training for future services, to be sure this does not happen again. Client will be receiving a full refund along with a 10% discount off of next one way transportation. Please feel free to reach out to me with any further questions or concerns. 
 
Thank you, 
S[redacted]

Good Afternoon, 
 
Thank you for providing us with all details to the incident. In investigating the situation we have placed a full refund in the amount of $75.90 for the inconvenience in the arrival. Please note that this refund is on top of the original 30% which was...

provided at the time of the initial customer service ticket. We will be reviewing the wait times within the airport and will be working on retraining of the staff, to be sure this does not take place in the future. Please feel free to reach me anytime with any further questions or concerns and allow 7 - 10 business days for the refund to be place back onto the card charges. We look forward to speaking with you soon.  
Thank You, 
S[redacted] 
Roadrunner Shuttle

Thank you  for the information regarding your travel concern.  We have issued a full refund to your account which will be processed by your card company.  We apologize for the inconvenience you have experienced.

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11637551, and find that this resolution is satisfactory to me.
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Problem resolved thanks to you!!
Regards,
M[redacted]

Revdex.com:
I have reviewed the response made...

by the business in reference to complaint ID 10083077, and find that this resolution is satisfactory to me. 
 
Thank you so much for your assistance.
Regards,
[redacted]

Client was issued a credit adjustment due to vehicle substitute.  Thank you to the client for her patience in this matter.

Review: We had set up a shuttle for our wedding for an Excursion Limo at the price of $1052 in February. The day before our wedding on March 14, we were told the limo was no longer available but after speaking to the representative he again promised us we would have the Excursion the next day. My credit card was charged the full price price at that time.The following day, 2 hours before the limo was set to arrive, we received a phone call saying it had been in an accident the night before and we were being sent a van instead. At the time we were also promised a 15% discount off the total INITIAL price for the inconvenience. The cost for the van we received and had been quoted for at the same time as the Excursion was a much cheaper cost of $822, a $230 difference. On top of which we should be still receiving a 15% discount of $157.80. Our total refunded difference should be $387.80, none of which we have received. On Sunday, March 16, 7 calls were placed to Roadrunner Shuttle service with no success. The phone rang for over a minute before being sent to an answering machine after a series of phone rerouting. Finally on the 8th call a representative answered, I gave my reason for calling and was immediately put on hold and sent directly to a voicemail where I left a message with my name and number requesting a call back. No phone call was returned by a representative.Again on Tuesday March 18, 3 phone calls were placed and had the exact same problem. We were put on hold for well over 10 minutes before being forwarded to the voice mail again with zero returned calls. On March 19, an email was sent to customer service explaining all of this with no response. I am sick of being given the run around by this company and its blatant lack of customer service. They were all too eager to return every call and email within minutes when we were trying to set up a limo and give them money, but as soon as an issue arrived because of THEIR mess up and they OWE US money, we have been completely ignored!Desired Settlement: The quoted cost of the van initially was $822, a $230 difference from the Excursion. We were promised a 15% discount of the initial cost of the Excursion ($1052) at $157.80 because of the issues they caused. Our total refunded difference they owe to my credit card is $387.80

Business

Response:

Client was issued a credit adjustment due to vehicle substitute. Thank you to the client for her patience in this matter.

Review: Tarco Industries Inc. contracted with Roadrunner Shuttle for an event on Friday, August 14, 2015.Roadrunner was to provide transportation to and from Dodger Stadium. Transportation was in the form of one mid-size bus and one luxury motor coach. We have used Roadrunner in the past with good results. Even though their prices are higher the quality of the motor coaches and service were worth it. Our trip on August 14, 2015 fell well short of the certain level of comfort and service we expected and paid for. The three main issues we have were the physical condition of the bus, the training and support of the driver and the lack of follow up by Roadrunner Customer Service Dept. There was no working fans or air conditioning on bus #988. The temperature in the valley was in the high 90's. The heat in an enclosed area without even a fan became unbearable real quick. The driver was attempting to get help on her phone, drive, and work the A/C all at once. The driver told us it was over 107 degrees in the bus but didn't want to pull over because she needed to follow the lead bus. Some of the passengers became physically ill with heat exhaustion and asthma flair. We had an emergency stop on the side of the 5 freeway--to get water, cool down then trapeze down the shoulder-then sardine almost everyone in the remaining bus. One young lady met the Emergency Medical Service at Dodger Stadium and ended up in the clinic there.The driver, Evonne, was a very nice young lady that was put in a bad position. She didn't seem that familiar with the procedures, (bus parking at stadium) bus controls or access to GPS. Furthermore, she did not have the support from dispatch that she needed. On the way home from our event she got lost and spent an extra hour driving around town. This was not the level of service and comfort that we had contracted and expected. After filing a complaint on Monday, August 17th, we are still waiting on customer service to respond.Desired Settlement: In consideration of the above issues that deeply affected our comfort, enjoyment and expectations we expect to be reimbursed for no less than half of the fee for bus #988.This amount is based on having no air conditioning from the San Fernando Valley to Dodger Stadium, it reflects deducting the mandatory gratuity and the extra hour to get back because driver was lost.Total amount to be reimbursed $675.90 for a hot, lost tin box.

Business

Response:

Thank you for contacting us regarding the issue at hand. A refund of $675.90 will be issued on 09.08.15. Our apologies to the client. Thank you!

Review: Made and paid for, via credit card, reservation on 10 Dec 2014; canceled due to sudden illness on 11 Dec 2014 before the eight hour deadline. Was told that a refund would be issued. Contacted them via email on 15 Dec and told refund would take 7-10 business days. Contacted them again on 31 Dec and told it was "in the process of being refunded". Contacted them again on 5 Jan 2015 and the response was an email with a subject line of "CC Refund Initiated for reservation 1494852" and a copy of the reservation form. It is now one month since I canceled the reservation, and my money has yet to be refunded.Reading through reviews on Yelp, this is not an isolated occurrence.Desired Settlement: Refund my $94. Change their policies so this does not happen to others. There is no reason to delay a refund. They should delay charging the account until after the service has been renedered.

Business

Response:

Consumer

Response:

Review: 10390298

I am rejecting this response because: The response was merely the text "Inline Image 1". In other words, there was no response.They did finally refund what they owed me, after a month!Any acceptable response would include details of changes in their procedures to ensure this sort of thing does not recur.

Regards,